Follow system support guidelines and prioritize faults to meet SLAs.
Investigate/reproduce system/network issues.
Lead Root Cause Analysis reports post-event.
Execute system configuration changes within given access rights and approval.
Handle and clear assigned Trouble Tickets.
Provide technical expertise and assist in documentation.
Participate in technical discussions to improve network performance.
Handle second-level service problem restoration and emergencies.
Analyze traffic, tune solutions, and present results to customers/account managers.
Create knowledge base articles and develop feedback mechanisms.
Collaborate with other Technical Support Engineers and share best practices.

Telecom support experience preferred; product support experience is a plus.
Scientific degree with 2-8 years of technical support experience in software/telecom.
Strong Unix/Linux administration and troubleshooting skills.
Expertise in TCP/IP, networking (OSI layers 2-7), and network analysis (Wireshark, tcpdump, etc.).
Linux System Administration/DevOps with deployment and automation emphasis.
Experience with SQL, RDBMS, LDAP, Public/Private Clouds, and Virtualization (AWS, OpenStack, VMWare).
Understanding of CI/CD, Ansible, Jenkins, and DevOps concepts.
Excellent communication and interpersonal skills with a problem-solving mindset.

Flexible hybrid work: A flexible hybrid work model that supports a healthy work-life balance.
Collaborative environment: A dynamic, globally connected team culture that fosters engagement in cybersecurity initiatives and cross-regional projects.
Inclusive culture: A diverse and inclusive workplace that values your voice and promotes mutual respect and collaboration.
Competitive Compensation: A competitive salary package complimented by region specific benefits.
Ongoing learning and career development: Continuous learning opportunities and clearly defined career paths to support your professional growth.

Product Support Engineer

Key skills